Background Working Links bids for and manages regional contracts from the Department for Work and Pensions (DWP), and other Government agencies to train and help social- ly excluded people to achieve sustainable employment. Its business model is based on delivering training and employment services through its network of regional offices. As a contracted service employer it claims its income on the results it achieves and its ability to demonstrate compliance with multiple and complex minimum service level (MSL) agreements. Fundamental to its operations are two Microsoft Dynamics systems – a sizeable and heavily customised CRM system which is used across the business to manage its contracts and relationships with employers, partners and customers, and Micro- soft Dynamic AX to manage

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